Best 18 IT Help Desk Ticketing Systems of 2023 | Pricing + USPs

Introduction

As your company grows, your IT support team gets busier.

Among the piles of incoming tickets and user concerns, a need to provide reliable IT support is important.

Now if your IT team is still using spreadsheets or emails as major channels to manage customer support queries, providing reliable IT support will definitely be clumsy and messed up.

When you invest in an IT help desk ticketing system, out of all the good things it has to offer, it helps you earn the loyalty of your customers.

And, 90% of consumers state that customer service plays a big role in their choice to remain loyal to a brand.

So, without further ado, here is an updated list of the 18 best IT help desk ticketing systems of 2023 with advanced features, and pricing to help you choose the right one for your business.

What is an IT Help Desk Ticketing Systems?

An IT ticketing system is software that monitors, manages, and makes the process of IT support faster for the IT department. Basically, it is a help desk for your IT support ticketing system department. It allows the team to tackle day-to-day IT service requests, incidents, and alerts effectively.

A ticket is a collection of information about the issue that the end user is facing. Whenever the end users face any sort of issues, they can just raise a ticket to let the IT support team know about it. Once the ticket is generated in the IT ticketing system, it gets allocated to the most suitable agent based on set parameters. These agents can find solutions to the issues and resolve the tickets in no time with the help of the best IT ticketing system.

8 Benefits of Investing in an IT Help Desk Ticketing Systems

1. A Single Place for All Your Customer Service Issues

In today’s multi-channel environment, the best IT ticketing systems help you stay efficient and productive with your support operations. It combines all the customer issues coming from different channels into a single interface. So, if your customers change their channel of communication during the course of ticket resolution, you get to interact with them from a unified thread. Even if a different support agent is assigned to the customer, all the customer history will be stored in the original ticket, enabling them to have contextual conversations with the customers.

2. Data can be Accessed Easily

Every day there may be a lot of queries get generated via the best IT ticketing system. Now, IT support agents sometimes might need additional data to find the solution quickly. This is where past history or previous data of the users can help.

For example, suppose an end-user has raised a query. In that case, the first thing the agent can do is to check the end user’s past history to identify whether such similar queries were raised before or not, and if yes, then the agent can just pass that solution to the end user. This way, the agents can offer quicker solutions without consuming a lot of time.

3. Effective Collaboration with Team Members

To solve some IT issues, the support agent might need the guidance of an expert. In this scenario, the support agent does not have to ask the end user to wait till they connect to the right person anymore. With the help of the best IT ticketing system, they can just add the expert to the ticket and collaborate with them for a solution.

Once added, the expert can analyze the issue as they get access to all the conversations between the agent and the end-user and find out the solution. This way the help desk ticketing system helps in enhancing collaboration, as the IT support agent can add other people to the ticket to find out the quick and more importantly, correct solution for the employees.

4. Offers Immediate Response

Gone are the days when users used to wait for hours for replies from support agents. Nowadays, they want a quick solution. In fact, a study has shown that 90% of users rate an “immediate” response as essential or very important.

With the IT ticketing software, the IT support ticketing system team can cut short their response time. As the incoming emails directly get converted into tickets, the tickets can be prioritized/categorized, and the ticket status can also be known. As all the tickets are gathered in one place, the tickets stay visible, and responding to the tickets becomes easy.

5. Provides 24/7 Support to Your Users

Anyone can face issues at any time of the day. That is why providing 24/7 support becomes necessary. For the IT industry, there are two ways through which 24/7 support can be offered to users. One is adopting a shift-based model, and the other is by employing an IT ticketing system.

Among these two, the IT ticketing system can be a cost-effective and more suitable option for offering 24/7 support as it gives you more options such as live chat, self-service, knowledge base options, etc.

6. Enhances Employee Satisfaction

Businesses need to make sure that the queries of their employees are looked after. It’s not like only customers are important when it comes to business; employees are also equally important.

“A happy employee relates that happiness to customers, and vice-versa for unhappy ones.”

If you as a business are offering your customers great service, you must also consider giving attention to your employee’s queries. This is where the IT help desk ticketing software can play a vital role. It allows your employees to raise tickets for whatever issue they are facing and also remain updated on the status of their tickets throughout their lifecycle.

The help desk ticketing software also helps agents to improve their efficiency and productivity as they have a lot of excellent features at their disposal to solve employee queries quickly, ultimately resulting in enhanced employee satisfaction.

7. Automates Processes

Resolving IT, issues can be a daunting task sometimes. But with automation, it can become remarkably easy to solve employee queries as it automatically routes the tickets to the most suitable agents based on certain parameters. It sets the ticket priorities based on certain words/phrases, it triggers email notifications whenever a new task is added, a deadline is crossed, etc.

All these additional automation features increase the efficiency and productivity of the agents and allow them to focus on more complex employee queries by automating certain repetitive tasks. The automation feature of the help desk ticketing system can save the overall time and effort of the agents.

8. Makes Data-Driven Decisions

One of the most effective ways to improve your service is by checking out the previous data of your IT support department via the IT help desk ticketing system’s analytics feature. The data gives you invaluable insights into how your support teams are performing. It could be anything like the average time taken by the agent to resolve a query, how many queries one particular agent solve in a day, etc.

You can analyze this data to better understand the performance of every individual agent/ team as well. This data can shed some light on the areas that need your immediate attention in order to make your IT support more effective than ever.

When Do You Need an IT Help Desk Ticketing System?

1. When Agents are Unable to Handle the Queries Efficiently (They need help)

The increasing number of IT queries can become a huge nightmare for the support agents as they might not be able to offer timely resolutions, correct solutions, cannot collaborate as they have less time and more queries, etc. But with an IT ticketing system, they can reverse all this and improve their productivity as well.

2. When the Response Time is Increasing

When your employees/customers are stuck, they raise a ticket related to their query and expect that the support team would assist them straight away. But it does not happen that way, most of the time what actually happens is the tickets get lost as there are already lots of unresolved tickets. This is when help desk ticketing system and its top-notch features help you to streamline your support and make your work a lot easier.

3. When You Are Not Able to Secure the Crucial Data of the Employees

When you have crucial information related to your employees such as their names, ages, addresses, bank details, etc. it becomes important to make sure all the information is safe and sound. And it would not be possible to do so without the help of a great IT ticketing system. The IT ticketing system stores all the crucial information of the end-users at the data centers that are hard to breach. With the IT help desk ticketing system, you will also get the added benefit of restricted and controlled physical access, multifactor authentication, intrusion detection system, etc.

4. When the Ticket Resolution Time Increases

As I mentioned earlier, employees raise a query and expect that the support agents will respond quickly. But there is one more thing that the employees expect other than a quick response is that the support agent would find a quick solution to their problems. Without a good help desk ticketing system in place, it might not be possible as without any additional help, finding solutions can take time, sometimes a lot of time. That is why using a feature-loaded IT ticketing system becomes important to resolve queries quickly.

5. When the Overall Procedure of Employee Support Becomes Complex

When the support agents find a solution for a complex query, it might take them more than usual to find the correct solution. They might also need the assistance of other departments to solve certain complex queries. Connecting to other departments in itself is a complex task if done without the help of an IT help desk ticketing system. But once you employ one, you can just create a thread giving the other team members all the necessary access related to the tickets, turning solving a complex task a piece of cake.

Features of Using an IT Help Desk Ticketing System

1. One-page Ticketing

The one-page ticketing system is the one-stop solution for all employee queries. Whether the ticket is raised by email or via any social media platform, all the tickets get generated in the ticketing system. It makes the process of solving queries a lot easier as finding tickets and accessing customer information becomes easy. The one-page ticketing feature can be the difference between a streamlined process and a complex support process.

2. Self-service

Self-service is the best option when you want your employees to be in the driving seat. It empowers your employees to help themselves to find quick solutions. Self-service can be offered in more than one way such as a knowledge base, frequently asked questions (FAQs), community forums, etc. This way you can offer your employees 24/7 support so that they can find solutions to their queries at any time of the day.

3. Omnichannel Support

Everyone has a specific channel that they prefer to use and you as a business must offer them a way through which they can reach out to you using their preferred channels. In such situations, omnichannel support can be your best bet. It is a unified support system that helps your agents to tackle all employee queries with ease. Omnichannel support can be considered a 360-degree option for your agents.

4. Task Management

Managing tasks is very complicated when it comes to offering support. It might need assistance from other departments as well. With an IT ticketing system, it can become less complex as it has built-in task management capabilities. The support agents can break down certain complex employee queries into sub-tickets to make it easier to solve complex queries. Collaboration also becomes easy, as agents can just add other team members or other department members to the ticket in case their help is needed. Out and out, task management features can help support agents to work on complex queries and find out a solution quickly.

5. Email Ticketing System

54% of consumers use a support email for service, making it the number one service communication channel.

62% of companies do not respond to customer service emails.

The above stats show there are many people who use emails to reach out to the support teams and even then, a whopping 62% of businesses fail to respond to emails. Businesses should make use of IT ticketing systems to make sure all the emails that are generated can automatically get converted into tickets so that the support team can work on it immediately. One more advantage of using an IT ticketing system is the support agents do not have to visit their email ticketing system as frequently to check whether any query has been generated or not.

6. Reporting and Analytics

Improvement is the only constant when it comes to offering great support. And in order to improve you need valuable data that helps you to analyze how your support team or agent has been performing. It can show you which areas are doing well and which need your immediate attention in order to make them right. You can take better decisions based on the data. Decisions such as which agents are performing well, what types of queries are solved quickly, how much is the average time taken to solve the queries, etc. With analytics, you can easily get access to all these crucial data.

7. Employee Feedback Feature

Employees are equally important as customers. If you as a business are failing to create a good work environment for your employees it is going to harm your own business indirectly. Every business should make sure that their employees are delighted to be a part of them. But to know how your employees feel about your business you can ask them to fill out the surveys so that you can get feedback from all the employees. This way, in case, if you get any bad feedback you can work on them to make it better for your employees.

8. Security for Complete Data Privacy

Keeping all the crucial information of your employees safe is very important because if any of the data is breached it could be misused by intruders. For such instances, there is a security feature in the IT helpdesk ticketing system that ensures 100% security. With this feature, all the data of the employees can be saved in completely secure data centers. These data centers also have restricted and controlled physical access which means no one can access these data centers without getting permission first. To top this there are many other additional security features such as session-based security, multifactor authentication, intrusion detection, etc. With the help of the help desk ticketing system’s security feature, businesses can effectively protect the employee’s data in case if there is a data breach.

9. Canned Responses

Most of the employees might be facing the same issues. It can be analyzed through analytics what kinds of queries the employees have the most. Let’s suppose there is one issue for which a ticket is raised by a lot of employees. In such situations, replying to the same scenario over and over again can be a sheer waste of time. What support agents can do is create a pre-defined answer or canned response for such kinds of queries (queries that are raised by a lot of employees). Once created, if such queries arise again, instead of writing the same answers every single time they just have to click on the canned response and the employees get the solution that they are looking for. The canned response feature reduces the efforts and enhances the productivity of the support agents.

10. Third-party Integrations

The IT support team can increase its effectiveness by integrating the IT ticketing system with third-party applications and IT ticketing tools that are used by them every day. This can make sure that the process of employee support is simplified and saves valuable time for the agents. Integration can help them automate certain repetitive tasks that usually consume a lot of time.

18 Best IT Help Desk Ticketing System

a. DeskXpand

DeskXpand IT ticketing system helps businesses scale up their IT support and operations. One-page ticketing interface, a clean and user-friendly interface, task management, and self-service options are the top features.

It enables managing all the queries in one place with its one-page ticketing interface so that your IT support team can work on it effectively without missing out on a single query.

DeskXpand IT help desk ticketing system has an intuitive user interface that enhances internal collaboration for your IT support teams. It can reduce the unnecessary time & effort of the agents that is spent on employee tickets by offering them high-quality features. These features can also help the agents to enhance their efficiency and productivity, as the query-solving process gets easy to handle. With DeskXpand IT ticketing software your support team can do more in less time.

Key Features:

• Ticketing
• Self-service
• Analytics
• Task Management
• Omnichannel Support
• Customization
• Automation
• Customer Feedback Survey
• Canned Responses
• Help Widget
• Live Chat
• Security

Pricing & Plans:

• DX Pro – $14/user/month, billed annually
• $19.99/user/month, billed monthly

b. HubSpot Help Desk

HubSpot’s service hubs is a service management software used for flawless onboarding, excellent customer support, managing customer relationships, etc. It includes HubSpot’s help desk and ticketing automation software. With Hubspot’s service hub, organizations can also have access to customer feedback with IT ticketing tools. Hubspot’s service hub is a flexible tool as it can integrate with other third-party apps as well. It can also manage and analyze all the issues in one place that can be easily accessed by your entire team.

Key Features:

• Sync & Clean Data
• Automate Processes
• Knowledge Base Integration
• Report Data and Analytics
• 24/7 Support
• Conversational Bots

Pricing & Plans:

• Professional – $890/month
• Enterprise – $3,600/month

c. Zendesk Support

Zendesk support software assists your support agents, and internal teams to do their best work. It is also a robust tool that is easy to set up and easy to use as well. Zendesk support software offers a shared inbox to handle queries effectively. You can expand Zendesk’s functionality by integrating it with other third-party apps and with ticketing tools. Its mobile ticketing feature offers quick access from anywhere so that you can easily offer support. Zendesk Support is one of the most detail-oriented IT help desk ticketing systems.

Key Features:

• Ticketing
• Real-time updates
• Integrated Knowledge Base
• Agent collaboration
• Integrations
• SLA management

Pricing & Plans:

• Suite Team – US$ 49 per agent/month
• Suite Growth – US$ 79 per agent/month
• Suite Professional – US$ 99 per agent/month
• Suite Enterprise – US$ 150 per agent/month

d. Freshservice

Freshservice is a cloud-based ITSM software. It is a unified service management solution that helps agents to increase their efficiency and offer faster solutions. With its amazing automation features, support agents can eliminate manual processes and streamline the support workflow. Freshservice can be a good option to scale your IT operations. Unlike other help desk ticketing software, Freshservice offers a gamified version to solve tickets and rewards agents with points after every ticket gets resolved.

Key Features:

• Incident Management
• Knowledge Management
• SLA Management
• Automation & AI/ML
• Self-Service Portal
• Multiple Channel Integration

Pricing & Plans:

• Starter – ₹1,399/agent/month
• Growth – ₹3,599/agent/month
• Pro – ₹6,999/agent/month
• Enterprise – ₹8,799/agent/month

e. Jira Service Desk

Created by Atlassian, Jira service management is an ITSM solution for IT support teams. It empowers teams to deliver a great service experience without making the service process complex. The Jira service desk links your support and development teams to solve the issues in a flash. With the help of Jira’s collaborative platform, you can not only track customer requests but also provide excellent support to your employees as well. It also has a customizable user interface that can reflect your brand identity.

Key Features:

• Conversational ticketing
• Smart automation
• Tracking and reporting
• Self-service portal
• Asset Management
• SLA management

Pricing & Plans:

• Free
• Standard – $20/mo
• Premium – $40/mo
• Enterprise – Request a quote

f. Zoho Desk

Zoho Desk offers a great experience to the end-users by managing their queries effectively. Zoho desk can easily sync all the data and make it easily accessible to the support team. With Zoho’s mobile app, your support team can close the tickets no matter where they are. It can also track and monitor key support metrics to get proper insights into the performance of the agents. Zoho desk is a feature-rich customer service software that is also pocket friendly for organizations.

Key Features:

• Ticket Management
• Self-Service
• Process Automation
• Insights and Impact
• Customization
• Security

Pricing & Plans:

• Standard – INR1,300/user/month
• Professional – INR2,100/user/month
• Enterprise – INR3,200/user/month

g. HappyFox

HappyFox help desk can transform the way you offer support. It can create tickets via email or any customer support center so that no matter where the ticket is generated, you can manage them effectively. It has a “ticket list” page that offers two types of layouts so that your agents have a clear understanding of how to manage the tickets. It is integrated with multiple apps such as Shopify, Slack, and WhatsApp. With the help of HappyFox, you can make use of private notes to discuss confidential tickets.

Key Features:

• Ticket System
• Task Management
• Canned Actions
• Help Desk Custom Reports
• Automation
• Knowledge Base

Pricing & Plans:

• Mighty – $39/agent/month
• Fantastic – $59/agent/month
• Enterprise – $79/agent/month
• Enterprise Plus – $99/agent/month

h. SolarWinds

SolarWinds is an IT service management software that can offer consistent service within your organization. It has a customizable service portal that allows employees to report incidents so that the IT support team can look after them. Other than the IT department, SolarWinds ITSM can also manage the tasks of other departments as well. The IT support team can create articles by analyzing the most common queries for a quick resolution.

Key Features:

• Automation
• Centralized Knowledge Base
• Tracking and Management
• Task Management
• Integration
• Centralized Web-based Interface
• SLA Management

Pricing & Plans:

• Team – $19.00/user/month
• Business – $39.00/user/month
• Professional – $69.00/user/month

i. Deskpro

Deskpro is a help desk software platform that offers both cloud-based software and on-premise solution. It is perfect for any business as it has excellent and helpful features. Deskpro is a robust help desk software that is easy to use and set up. It offers a searchable ticket log that keeps track of all the queries. The agents can also leave notes and attachments on tickets.

Key Features:

• Enhanced Collaboration
• Self-Service Support
• Integration
• Real-time Solutions
• Secure Employee Data
• Automation
• Customization

Pricing & Plans:

• Team – $29/agent/month
• Professional – $59/agent/month

j. Support Bee

SupportBee ticketing system allows support teams to organize, prioritize and collaborate effectively. It helps your business to scale up your support seamlessly. If needed, Support bee can involve everyone effectively to solve an employee query quickly. It offers a snippet tool that generates quicker responses by automatically filling content using the previous data from emails. SupportBee ticketing software is also easy to set up and use.

Key Features:

• Shared Inbox
• Knowledge Base
• Self-service Portal
• Effective Collaboration
• Email ticketing

Pricing & Plans:

• Startup – $15 /user/month
• Enterprise – $20 /user/month

k. osTicket

osTicket can offer you professional support that matches your organization’s specific needs. It drastically improves the experience of your employees by scaling and streamlining the support process. osTicket automates email responses to keep users updated on their queries. It has robust features that improve the efficiency of your support team.

Key Features:

• Custom Fields
• Ticket Filters
• Agent Collision Avoidance
• Auto Ticket Assign
• Create Sub-tasks
• Service Level Agreements

Pricing & Plans:

• Starts From $9.00 per Month

l. Jitbit

Jitbit IT help desk software helps businesses to deliver awesome support to their employees. It is simple and powerful help desk software that takes just a few seconds to set up. It has both SaaS and on-premise versions that allow you to manage employee queries in real time. JitBit IT help desk offers advanced search to find important tickets quickly. It also offers free mobile apps for both Android and iOS, making it easily accessible from anywhere at any time. Jitbit IT help desk software can also be an affordable option as it does not charge per agent.

Key Features:

• Reporting
• Automation
• Team mailbox
• Canned responses
• Knowledge Base

Pricing & Plans:

For SaaS

• Freelancer – $29/agent/month
• Startup – $69/4 agents/month
• Company – $129/7 agents/month
• Enterprise – $249/9 agents/month

For Self-hosted

• Small – $2199/10 agents
• Company – $3799/20 agents
• Enterprise – $6499/unlimited agents

m. Hiver

Hiver IT service desk makes your support process simpler and more collaborative. It is the world’s first help desk software created for Google Workspace. Large IT support teams can easily benefit from Hiver’s automation feature as it can route employee queries to the most suitable agents without any manual effort. With the Hiver IT service desk, you can always stay on top of your employee queries and resolve issues faster than ever. Hiver IT service desk can be the best fit for your business, whether you are looking for a closed-based service desk or an on-premise solution.

Key Features:

• Collision Alerts
• Email Templates
• Automation
• Analytics
• SLA and Business Hours
• Customer Satisfaction Surveys
• Live Chat

Pricing & Plans:

• Lite – INR1100/user/month
• Pro – INR2800/user/month
• Elite – INR4000/user/month

n. ProProfs

ProProfs is a feature-rich help desk software that allows businesses to track all employee’s issues and offer quicker resolutions to them. It provides a shared inbox so that all the agents can work more effectively. Proprofs one major benefit is that it has a ticket assignment feature that makes sure all the incoming employee queries are equally distributed among the support agents. It also provides automated surveys to take the feedback of your customers and employees.

Key Features:

• Ticketing System
• Track and Prioritize Tickets
• Real chat support
• Email Ticketing
• Shared Inboxes
• Knowledge Base
• Live Chat

Pricing & Plans:

• ESSENTIALS – $15/user/month
• PREMIUM – $20/user/month

o. Mojo IT helpdesk

Mojo IT helpdesk has it all. It is power-packed with amazing features that can manage employee requests with ease. It integrates with the G suite to build your IT helpdesk. Mojo IT helpdesk can manage all the employee queries in one place. Its features can improve the efficiency of the support agents by allowing them to serve more users. Mojo IT helpdesk’s powerful ticketing tools help businesses to enhance the quality of their service constantly.

Key Features:

• Incident Management
• Asset Management
• Key Analytics
• Canned Answers
• Auto-ticket Assignments
• Escalate Problematic Tickets

Pricing & Plans:

• TEAM – $14/agent/month
• BUSINESS – $24/agent/month
• ENTERPRISE – $34/agent/month

p. Vision Service Desk

The vision service desk can simplify your IT support processes with the help of its top-notch IT ticketing tools. It converts emails, chat, social media, etc, into tickets and allows them to manage them from a centralized dashboard. Vision service desk enables the planning, structuring, and delivery of IT services. Even after offering robust features, it maintains its user-friendliness. It helps to gamify the daily tasks by creating agent achievement levels and quests. Vision service desk can boost the performance of your support team and also improve their productivity. One additional feature it offers is that it allows tracking time spent on tickets by support teams.

Key Features:

• Self-service Portal
• Multi-language Helpdesk
• Task Management
• Incident Escalation
• Customer Feedback Survey
• Automation
• Knowledge Base Management

Pricing & Plans:

• Starter Help Desk – $15/agent/month
• Pro Help Desk – $25/agent/month
• Satellite Help Desk – $30/agent/month
• Pro Service Desk – $40/agent/month
• Ent Service Desk – $60/agent/month

q. ServiceDesk Plus

ServiceDesk Plus is a full-stack service management software that offers both cloud-based software and on-premise solution. It is a single point of contact for end-users who need help related to IT issues. ServiceDesk plus mainly focuses on managing IT request tracking and asset management. It offers large teams the flexibility to purchase add-ons. ServiceDesk Plus provides real-time support between the IT support agent and end-users via live chat.

Key Features:

• Incident management
• Service Catalog
• IT release management
• Self-service portal
• Live chat
• Knowledge base
• Customized domains

Pricing & Plans:

• Standard – $10/month
• Professional – $21/month
• Enterprise – $50/month

r. SysAid

SysAid IT service management offers both cloud-based software and on-premise solution. It can empower your small/mid-sized teams and mature IT departments by allowing them to stay on top of things with the help of the right IT ticketing tools. Your IT support teams can focus more on the important stuff that needs their immediate attention.

Key Features:

• Ticket Automation
• Workflow Automation
• Third-party Integrations
• Self-Service Automation
• Advanced Customization
• Service Level Agreement
• Asset Management

Why DeskXpand can be a savior?

DeskXpand IT ticketing system is a solution that your business needs to enhance your IT support. It is software that can help you revolutionize the way your support team works. DeskXpand IT ticketing system is power-packed with a lot of excellent and helpful features that can improve the productivity and efficiency of your support department. With the help of these features, they can streamline the support process and offer quick solutions to their employee to make sure their work does not get stuck.

DeskXpand IT ticketing system can work as a one-stop solution, as all the employee queries are gathered in one place so that the agents do not miss out on any of the employee queries. Apart from this, it also provides other features such as omnichannel support, self-service, analytics, tasks management, security, canned responses, third-party integrations, live chat, automation, etc. DeskXpand can be your support growth partner and the best suite for your business.

Summary of all the Systems

Frequently Asked Questions

I. What is an IT Help Desk?

Nowadays, support is much more than just reaching out to the technical expert via calls to help you walk through the IT issues that you are facing. Now, users want businesses to offer multiple options to reach out and they also expect a quick resolution for their queries. For such instances, IT help desk software is created. It allows the support team to solve the problems of the end-users quickly with the help of its amazing features. IT help desk software can also work as a 360-degree solution for your support team, as they can look out for all the channels from which your employees raise a query. It allows the support team to manage more in lesser time.

II. Who uses IT help desk software?

IT help desk software can benefit your IT support teams. With such high-quality support software in place, they can effectively manage the queries of the employees that are facing any sort of issues. IT service desk software allows them to handle a lot of queries with ease by simplifying the support process for them.

III. How does IT help desk software improves the agent’s productivity?

IT help desk software features play a vital role in enhancing the productivity of support agents. Features such as ticketing, self-service, automation, canned responses, omnichannel support, analytics, etc. These features assist the support agents to find quicker solutions for the queries resulting in enhancing their efficiency and productivity.